Quality assessment in health institutions is important because it monitors current situation of the institutions and provides guidance to eliminate their deficiencies. This study aims to examine perceived service quality of healthcare recipients and providers from a university hospital. The study is a comparative and descriptive research. Its population is employees and patients of a university hospital in Turkey. The sample size calculated with Gpower program and determined as 257 patients and 161 employees. The data collected from June to September 2019 from the sample group selected by random sampling method. SERVQUAL Scale used as data collection tool. The collected data analyzed using descriptive and inferential statistical methods. Analysis results show the quality of hospital service was evaluated as "low" by healthcare recipients and providers, and the quality perceptions of the providers were lower than those receiving service. Doctors' quality perceptions were higher than other hospital employees. Primary school graduates have lower quality perception than those of other education levels, 18-25 age group has lower perceptions than the other age groups, and married people lower than singles. To improve the service quality in line with the results, studies should be carried out at certain intervals in the hospital.

The objective of this study is to analyze the service quality expectations from healthcare institutions by customers in Pokhara and comparing their experiences in Western Regional Hospital (WRH). This study applies an adapted SERVQUAL model to compare patient perceptions of WRH against their expectations from an excellent hospital. SERVQUAL captured a general criteria using a scale composed of 21 items (statements) designed to load on five dimensions reflecting service quality. The service quality is the difference between customers' perceptions and expectations. The data revealed a clear difference between what patients expected and what they received from WRH. It identified a significant consumer gap (Gap 5) between the expected and perceived services offered by the hospital. The most important finding was that all five dimensions have negative SERVQUAL scores, which implies that none exceeded patients' expectations. The conclusions and discussions made are from evidence c...

Patient is a customer of the Hospital whose satisfaction must be noticed. The satisfaction of patient is depended on the service performance which has been performed by the hospital. Service quality analysis is used to measure the expectations and the perceptions of respondents about service quality which has been provided by the hospital, so the occurred score gap can be known. The samples are 96 inpatients who have been selected by using accidental sampling method. The data collection has been carried out by using questionnaires. This research recommends that the hospital should find strategies in order to improve their service quality and to maintain consumer (consumer retention). I. Background Of The Problem Hospital services (RS), is a public service which is needed and important in order to fulfill the demand of health. There are many elements that contribute and support the function of hospital operational. One of the main elements is the intensive and high quality Human Resources (HR), and the awareness of the appreciation of the devotion to the interest of society, especially in the fulfillment of the needs of the health services. The next process in the service is to make the customer satisfied. Customer satisfaction has become the key concept in any business activity services. Customers in this research are patients who have ever used medical services in hospitals, particularly the inpatient services. Satisfaction is an expression of feeling on the fulfillment of individual needs. Kotler and Keller (2009) defines satisfaction as the feeling of happy or upset which has been experienced by someone after he or she makes comparison between the perception of performance or the result of a product with its expectations. Customer expectations can be formed through the communication between the hospital party and customers. This expectations will increase or even decrease after consumers have a communication or interaction with other customers. Lovelock (2007) indicates that the presence of the gap between the expectation and service performance that has been provided. The management should comprehend completely the main influence of this gap toward the expectations and the perceptions about performance. It has been expected that the research which has been carried out can show the service quality elements of the hospital, so the formulation of the problem is how far the gap quality level which has been received by the patients and the expectation of the patients on the inpatient service quality at Government General Hospital in Surabaya. II. Service Kotler and Keller (2009) defines service is a performance that is offered by one party to other parties, which is basically immaterial and it does not make any ownership on something. In its production, service can or cannot correlate to the physical product. Munhurrun et al. (2010) states that service is not similar to real product that is produced and consumed in front of the customer and the service provider at the same time. Tjiptono (2007) emphasizes the definition of service by intepreting service as activity, benefit, and satisfaction which is offered for sale. For example: garage, repairment, beauty salon, hotel, and hospital. Service Quality Payne (2007) states that relationship marketing concept combines quality, customer service and marketing. There are service companies which are not as success as they have expected in achieving customer focus through their marketing activities, many organizations fail to reach success in quality and customer service inniciative. Customer service level should be determined by the measurement of customer needs and the performance of competitors based on the research and should recognize the needs of various different market segment. Unlike Payne, Zeithaml et al, (1993) concludes that service quality is defined by customer. Service quality is defined as the contradiction between customer expectation and perception. Service quality must be started and customer needs end on customer perception (Kotler and Keller, 2009). It means that good quality image is not based on the point of view or the perception of the service provider, but it is based on the point of view or the perception of the customer. It is the customer who consumes

The purpose of this study is to examine customers’ perceptions of primary healthcare service quality in public institutions in the city of Sibenik. The research was aimed at investigating whether there is difference between customers` expectations and their satisfaction with received medical services. The findings suggest that primary healthcare public institutions need to improve all the dimensions of SERVQUAL service quality from the gap analysis carried out. Furthermore, the research analyzed whether there is difference in the perception of given healthcare service between examinees considering their gender, age, employment status and frequency of using the mentioned services. It was established that demographic variables of age and gender do not generate significant differences in the perception of healthcare service quality while there is significant difference in satisfaction regarding employment status and frequency of services usage. The given results partially differ from t...

https://www.ijert.org/measurement-of-service-quality-in-healthcare-organization https://www.ijert.org/research/measurement-of-service-quality-in-healthcare-organization-IJERTV1IS8003.pdf Defining and measuring the quality of service has been a major challenge in healthcare industry. The service quality measurement scale (SERVQUAL) is used in research to measure quality of service in a hospital service environment. SERVQUAL as an effective approach has been studied and its role in the analysis of the difference between patient expectations and service providers" perceptions has been highlighted through a case study conducted at XYZ Hospital which is one of the best hospitals in Ujjain giving quality service to patients. The main objective of this project is to demonstrate the use of SERVQUAL for measuring patient"s perceptions of health care quality in XYZ Hospital. The research methodology consists of preparing a detailed questionnaire based on twelve SERVQUAL attributes. Opinion of 62 patients in hospital is taken to find out the service quality perceived by them. The data obtained is analyzed using software SPSS. Result of study showed that hospital service attributes have positive impact and are significant to build patient satisfaction. The result of this study is expected to give more knowledge about the importance of service quality (SERVQUAL), so that the hospital can use them as initial building block for management of hospital to evaluate its service and further improve it. This result can be conveniently generalized for any other organization in Indian context.

The main aim of the study is to bring out the patient satisfaction and the quality of health care service. The research has taken different dimensions of service quality namely Tangibility, Reliability, Responsiveness, Empathy and Assurance. The study is based on primary and secondary data and discussions with hospital officials including doctors, nurses and administrative staff members etc. In order to fulfill the objectives, a sample study was undertaken by using a well framed interview schedule. The respondents (Patients) were selected with various background based on important aspects of their occupation, education, age and other demographic variables from the study area i.e., Tirunelveli district. The primary data relating to the study are collected through personal interview with the patients of the private hospitals in Tirunelveli district. Personal interview by the researcher is the major tool used for the data collection. The Sample Size of the present study is 600 from 12 selected hospitals from Tirunelveli District. The primary data is gathered from the patients who are using hospital services of private Hospitals in Tirunelveli District. The data were analysed using t' test and ANOVA. This study brought to light the fact that the patients were very much satisfied on the service quality of the private hospitals in the region but at the same time they expect a lot more from the private hospitals in the present scenario of technological developments in health care industry. Hence, this study will pave way to further research to explore this mechanism in depth to provide quality health care services to facilitate the patients, the society as a whole.